Sharon Butler is our leader of people strategies at Magellan Rx Management and is an integral part of our thriving culture. She inspires our teams to use their strengths to overcome challenges and deliver a pharmacy experience unlike any other. We sat down with Sharon to talk about her love of human resources, the current state of the industry, how the pandemic has affected HR professionals and how people make the difference in any organization.

What’s your background, and how did you get into Human Resources?

I love sharing this story because it’s the last place I thought I would be. I grew up in a poor neighborhood in Albany, NY in a family that didn’t value education. It wasn’t until I had the opportunity to attend college later in life that I met so many people who were resetting their path and going back to school after finding themselves in a job that didn’t fulfill them. It was then and there I realized my passion for people and believe there is so much more to illuminate a person if they are exactly where they want to be versus where they can be.

This realization led me to study organizations and leadership, dedicating my career to understanding the power of giving people an opportunity to do great things. There’s not an organization out there that’s great because of something other than people. If you think about it, organizations can’t achieve anything without people driving change.

How do you think your life experiences have shaped your work as a Human Resources professional?

I have learned through personal experience that some of the hurdles in your life are the ones you create and put in your own way. You can do anything if you have the passion and power to do it. You can’t just dream it. A dream isn’t a strategy, it’s the motivation that pushes you forward.

I’ve also learned that your career can have a huge impact on your overall wellbeing.

I have now been with Magellan for 14 years, and I’ve seen firsthand that when you tap into someone’s personal strengths, you unleash an incredible amount of potential within not only yourself, but your team as well. As a leader or manager, placing people in the right seat creates a highway for growth and development.

Our data tells us that we’ve had 455 internal promotions over the last 12 months and that we continue to focus on supporting effective career conversations and encourage every employee to start a conversation. I’ve seen a correlation between employee driven career discussions and success of achieving aspirational goals.

We can’t impact what we don’t measure. We are focused on pulsing engagement and investing in what makes our employees feel valued. Our pulse surveys provide us with data for leaders to use to ensure they are having the impact intended. This is one tool that should be used with a variety of tools to ensure we continue to understand each other regardless of role. These surveys allow us to have impactful conversations to gauge overall organizational wellbeing. Now that we are far more virtual than ever before, we must continue to create connectedness, check in with each other in a variety of ways and respond to the ever-changing climate of our work.

How has the pandemic impacted Human Resources professionals?

HR professionals have really had to stretch outside their comfort zones, beyond the predictable outcomes they are used to. What we’ve all seen happen over the last few years in our communities with regulations, politics, human behaviors and attitudes changing is also happening within organizations. We can’t build a policy to navigate it, we must lean in and care about it.

We have had to consider every perspective to make the right decisions for us as an employer, and to make the right recommendations for employees as one size does not fit all. While some organizations have used this as an opportunity to be defined by their policies, we’ve found that we’re too complex and dynamic to pick one side or another on many points related to the pandemic. The passionate people at Magellan Rx are navigating through every circumstance in the most caring way possible.

These last few years have impacted everyone. Leaders, managers and employees are recognizing the need to practice self-care first before care for others. I’ve been starting my day with MAGIC Mornings, which I’ve recoined for myself ‘Miracle Mornings,’ this practice affords me a margin of time to focus on myself and set my day through exercise, meditative prayer, affirmational writings, gratitude journaling and intention or goal setting. I’ve been doing this for four months now and have noticed a complete shift in how I approach and move throughout my day. I encourage teams and individuals to rethink how they start their days and prioritize their wellbeing to avoid burnout.

What’s your perspective on the Great Resignation?

My observation of what the data suggests is that people are reacting to what adds value to their lives. The notion of an employee leaving their job, and possibly their career, is changing attitudes and expectations. Employees have more of a voice than ever before in what they are willing to do, and not do, for a paycheck. We need to listen.

Do you think organizational culture plays a role in the Great Resignation?

Absolutely. For a long time, organizations have been trying to define an attractive culture with policies and programs like education reimbursement, wellness credits and unlimited PTO. What we are seeing during this Great Resignation is a shift in focusing on employee’s wellbeing and how they are treated. Cultures are formed by how leaders behave and employees feeling truly valued. It isn’t about a program; it’s about behavior.

What we’ve noticed at Magellan is that while our turnover rate has inched up, it isn’t at the national average, and we are still able to attract talent to our positions. We believe that this is a direct reflection of our strong culture of caring people who are leveraging their strengths in their everyday work and modeling positive behaviors.

What do you think is needed to create a thriving culture? 

First and foremost, authenticity and accountability from leaders. Then, you must focus on people because people make the difference. You do this by unlocking their strengths and unleashing their potential. Mix that with a little fun, and you’ve got a solid foundation to build a thriving culture.

Our secret sauce at Magellan Rx is that we don’t have a one size fits all strategy for any person. We start by focusing on an individual’s core strengths, which allows leaders and employees to deploy very tailored career development, growth performance and learning opportunities.

How do you think teams have remained resilient these last few years while some haven’t?

I think there is a lot of masked resiliencies happening right now – pushing through versus truly evolving through the challenges – which can be very dangerous because it means we are closer to burnout than we know.

You can tell resiliency is occurring when you are faced with the next challenge, and it energizes you because you learned from the last challenge and are able to use your learnings to evolve through the next obstacle.

For those that haven’t, do you have any advice?

There is no time like the present to pause and take inventory of all the things that you have pushed through, map those things to what you have learned, and really understand the impact of your work. When you are focused solely on what’s ahead and what’s not done, you deprive yourself the opportunity to pause and learn. Look back at the path you’ve laid and the wake you’ve made.

What should organizations do to invest in their people?
Create safe spaces and support systems for employees to stretch, learn and grow in their careers.

Think about their world, their environment and what they are trying to transform. Don’t forget to ask their opinion on what great looks like and listen, because at the end of the day it’s the people who make the difference in any organization.

Haita Makanji, vice president, clinical strategy and innovation supporting the specialty division of Magellan Rx Management, has worked for MRx for nearly 10 years, where she has focused on helping to support payers as they navigate the pharmacy space. Makanji, who is based out of Massachusetts, leads a team of highly trained pharmacists and experts in development and implementation of clinical solutions for customers in various high-cost specialty conditions across both the medical and pharmacy benefits including but not limited to cancer, hemophilia, and rare diseases. Her team focuses on utilization management, dose optimization, care management and technology-based programs for commercial, Medicare and Medicaid patients across the country. Continue reading to learn more about the innovative projects Makanji and her team are working on in the pharmacy space:

What sort of projects are you currently working on?

I’m passionate about working closely with payers and supporting them as they navigate the evolving landscape of new, expensive treatments, while also helping to deliver the highest quality of care to patients. For exceedingly high-cost specialty conditions, our emphasis is always on value through delivering clinical solutions that offer the most appropriate treatment to patients while combating the rising spend payers are facing.

For example, a recent project centers on a one-of-a-kind solution for payers focused on precision medicine in the oncology space, which is the highest-spend category for specialty drugs on the medical benefit for over 10 years. This is an exciting, next-generation pharmacy initiative where we will be combining genomic testing with drug selection for providers who treat cancer patients and meeting a critical need for payers who are looking for more complete solutions on both the medical and pharmacy benefit.

In 2021, we launched a comprehensive high-cost therapy program to provide enhanced utilization management strategies and case management referral for ultra-rare diseases. Payers often struggle to identify specialized experts, either internally or within their network, so our ability to leverage our MRx Expert Clinical Network of more than 175 key opinion leaders who practice various specialties, combined with our team of experts, offers a unique opportunity to support treatment decisions that leads to better health outcomes.

Why is Magellan the best place for these projects?

I’m proud to work for an organization that has a deep understanding of medical and pharmacy trends and a history of pioneering industry-first solutions for specialty drug management. With 17 years of experience in managing specialty conditions, we are unique in the marketplace.  Our customers routinely expand their collaborations with us because we continuously elevate our suite of solutions with innovative and forward-thinking approaches. Our mission is to help patients live healthy, vibrant lives and we accomplish this by ensuring that the right patients receive the right therapies at the right time.

What are your thoughts on the culture here at Magellan? How has that culture impacted your work?

We have a family-oriented culture where we collaborate and have a true understanding and trust of each other. Magellan fosters an environment that encourages open, honest feedback in all teams. Magellan also provides employees with the opportunity to challenge themselves and embrace new opportunities. This is imperative as we innovate and bring new programs to the market.

What exciting trends are you noticing in the healthcare industry? In what direction do you see healthcare going and what lessons are there to learn from other industries that can be applied to healthcare?

I’m energized by how quickly our industry is adapting to new technologies and advancements in the delivery of healthcare. Particularly in digital health solutions with the shift towards value-based care strategies and the pivot to personalized medicine.

The market will need to be laser-focused on providing clinically appropriate, personalized care at the lowest cost for both payers and patients.

One lesson we can take from other industries is the ability to be nimble and flexible. Disruptors in every sector of healthcare are bringing new offerings directly to consumers in the hopes that simplicity and transparency will cultivate consumer loyalty. We can take advantage of the availability of data and deployment of new technologies to respond quickly to changing market dynamics and the needs of our customers and their unique patient populations. While we have a proven track record and hundreds of successful case studies across our suite of solutions, it’s important that we never stop innovating!

For Greg Dicharry, his work at Magellan Healthcare is not just a job, it’s a passion. Filming and directing documentaries highlighting suicide awareness has been a welcome side gig of Dicharry’s job as national youth empowerment director at Magellan. For the past 14 years, Dicharry has been connecting with people affected in some way by suicide, substance use and other mental health concerns. From those experiences, he launched the MY LIFE (Magellan Youth Leaders Inspiring Future Empowerment) program. MY LIFE provides various activities and workshops for youths ages 13 to 23-year-olds nationally who have experience with mental health, substance use, juvenile justice or foster care-related issues or have a friend or family member coping with these issues. Dicharry’s latest documentary project, “My Ascension,” shows the crippling effects suicide can have on families while telling the captivating personal story of a suicide survivor. Continue reading to learn more about the MY LIFE program and Dicharry’s upcoming documentary.

What sort of projects are you currently working on?

My main responsibility at Magellan is overseeing our MY LIFE program, which we created in 2008 as part of our Maricopa County, Arizona contract. Since 2008, MY LIFE has been leading the way nationally for youth involved in behavioral health and foster care systems. Through regular meetings, special events, performances, social media, and local and national presentations, youth share their stories and support each other in their recovery goals. In response to the COVID-19 pandemic, Magellan launched the Stay Home for MY LIFE virtual youth fest series in 2020. I also do a lot around suicide prevention for the Company and am a part of the new Suicide Center of Excellence. In my spare time, I create documentaries. Over the last three years I’ve been working on a documentary called “My Ascension.” Prior to that I had done another documentary called “Suicide: The Ripple Effect” but this new one is on teen suicide. I made it with a young lady who is a suicide attempt survivor. She attempted to take her life by gunshot and the result was that she is now paralyzed. She had this rebirth through that and now uses her experience to help others via speaking and advocacy, so the story is largely her story but also of other young people in the community who were successful in their suicide attempts and the aftermath of how that has affected their families.

“My Ascension” will premiere nationally on PBS (Public Broadcasting Service) in September. The primary distribution method has been virtual community screening around the country. We’ve done screenings with a couple of universities and several advocacy and mental health groups.

What inspires you to create these documentaries?

I dabbled in film and media throughout high school and college. When I moved to Los Angeles I started working on projects like movies, award shows, commercials and music videos and learning that way.

With the MY LIFE program, I had gotten a camera through Magellan and was able to start producing videos with the youth group so that got me back into filming and then I met a man through work, who’s a suicide attempt survivor, we became friends and he approached me wanting to make a documentary and I helped him with producing and directing. I didn’t plan on doing another documentary, but the opportunity came to tell this very compelling story for “My Ascension” that could reach a lot of young people and empower them in helping them to share their stories.

I also have a personal connection to this where I’ve found myself struggling with suicidal thoughts, and my cousin who was bipolar with a substance abuse issue and died by suicide about 20 years ago. I saw the impact that had on his family and that inspired me to be interested in the topic.

Why is Magellan the best place to do this project?

Magellan is open to innovation, even though it’s a big company everyone is open to new ideas to help better serve our members and customers. For example, with MY LIFE I came up with the idea to do this, it wasn’t something that was a part of my job description or something Magellan had ever done. But they let me run with it and it was successful. People saw the value of it and saw that the opportunity to serve our members and provide them with something in a different way.

With the documentaries, my job had allowed me to be able to do that kind of stuff on the side and it ended up being another way to connect with people differently way and blend the work I’m doing here.

What are your thoughts on the culture here at Magellan? How has the culture at Magellan impacted your project?

It’s a culture that’s open to innovation and that’s open for doing unique things that are engaging for our customers. It’s very supportive, encouraging, and positive work happening here.

• Learn more about MY LIFE here.

Finding the best strategies to achieve good outcomes is one of the many goals of Tim Daley. As vice president of network development Tim’s two main responsibilities include network optimization and value-based contracting strategies. By working closely with providers to define a high-quality experience for members, Daley aims to create a more efficient member journey that creates excellent outcomes. According to Tim, leveraging Magellan Healthcare’s experience and expertise in behavioral health will help strengthen provider partnerships. Read more below on how Daley manages network optimization and value-based programming:

What are some projects you’re currently working on?

I’m very excited about our work on network optimization. We have a large national network, with members also spread out across the country, which has been developed over decades. It was time to assess our networks in terms of access, availability, quality, and outcomes relative to the varying needs of our members. We currently share actionable insights with providers via our new provider partnerships team. Ultimately, a high performing network that meets the unique needs of individuals will lead to better outcomes and lower overall costs for everyone.

On the value-based programs side, my role is to ensure Magellan designs and implements programs that achieve better results under alternative payment models compared to fee-for-service. Magellan has a long history of partnering with facilities on value-based contracts, and now we’re doing the same with out-patient providers.  For example, a provider may see a patient for 45-minutes, and they want to be paid a certain amount for that session, which could lead to a “the more sessions I do, the more I’ll get paid” mindset. Is that driven by the payment model or is that driven by the best experience for the member? There are several “disruptors” emerging in the behavioral health space, and I’m proud to say I am leading the charge on network inclusion while contracting in ways that ensure provider incentives are aligned with improved outcomes.

Why is Magellan Health the best place to do these projects?

I don’t think there’s anybody out there with more full-spectrum behavioral health experience than Magellan. We’re focused every day on patients having a good outcome, a good experience, and how the care delivery model may require a little more care coordination or engagement at the time of transition.

Implementing true partnerships with our provider community is not just the network team’s role, but a cohesive approach that spans across all departments within Magellan. Therefore, our people, their experiences and commitments to making a difference in people’s lives, are the strongest asset we have as an organization.

What are your thoughts on how the culture is here at Magellan Health?

We’ve gone through a change over the past year with offices closing and a lot of people having to work from home, but I’ve seen almost everyone embrace that change. There’s a real commitment here to what we do. I’ve talked with many other employees who have had their own connection to someone dealing with a behavioral health issue, many of which were exacerbated by the pandemic. So many of us have dealt with a behavioral health experience so we know what a good outcome feels like because we’ve lived through it personally. We need to continue to translate that into what we do day-to-day here.

How does the culture at Magellan Health impact the projects you’re working on?

The personal experience and culture that everyone here brings and the dedication to this work despite challenges help everyone to be driven to do the right thing. We need to continue to move in that direction, tackling the larger issues and prioritizing energy on what makes a difference. If we can do that, then not only will Magellan succeed but patients will truly be the winner.

What direction do you see the healthcare industry going in?

I think behavioral healthcare needs have become more of a focus during and coming out of the pandemic; over the past year it’s become much more of a focus. It really is all about people. Everybody’s got something going on and we must look at the mind and the body one. When you put that together with the physical health side of things, I think we can do well by people.

As vice president of clinical products and solutions, Ashley Rutter is focused on all things related to specialty products and specialty strategy at Magellan Healthcare – from working on projects like genetic testing and sleep solutions, to developing innovative ways to improve the provider experience. Based out of the Washington DC metro area, Rutter has been with Magellan for five years. Through innovation with developing specialty products, Rutter aims to create solutions that ensure high quality and appropriateness of care in complex specialty areas. Continue reading to learn more about the specialty products Rutter is working on, along with her thoughts on how Magellan’s culture has had a positive impact on bringing those products to fruition.

What projects are you currently working on?

Our product team is focused on developing new verticals in the specialty management space, one of which is genetic testing. Magellan is working with an organization to develop a comprehensive genetic testing solution that includes medical policies, payment integrity solutions, a preferred laboratory program and a utilization management component to cross the entire spectrum of genetic testing. This solution will ensure that the right tests are ordered at the right time and are billed appropriately.

In addition, we are also very focused on leveraging technology and artificial intelligence to drive efficiencies to maximize value for all stakeholders including members, providers, and payers. For example, we are developing solutions to automate the prior authorization process at the point-of-care to reduce the administrative burden on providers.

When we think about the future state of specialty products, we know that there is a tremendous spend across complex conditions such as oncology, musculoskeletal and cardiovascular disease. We have the clinical expertise and experience to be able to make a meaningful impact across those complex and high spend areas. Therefore, the time is right to look beyond utilization management to ensure we’re offering solutions that keep the member at the center of the treatment plan that is designed to support end-to-end management of that condition or episode.

Why is Magellan the best place to do these projects?

We have extensive capabilities and subject matter expertise across our business segments that support innovation. I also think that our clinical expertise is unparalleled, and we have tremendous support from clinical champions across the organization to drive new solutions. In addition, we have strong collaborations in place with some of the most cutting-edge companies in the industry who help to support innovation.

What are your thoughts on the culture at Magellan and how does that culture impact your projects?

The Magellan culture has supported the work that I’m doing with my team by really offering support and expertise given the diversity of experience that folks have within the organization that we can look to when developing new solutions.

The variety of business units across Magellan lends itself to a culture that supports tremendous professional development opportunities. I’ve had the opportunity to work either directly with or get exposure to all segments across Magellan, including specialty, behavioral, pharmacy, and federal and I’ve learned so much from each part of the organization. Magellan is full of mission-driven and incredibly hardworking people with expertise from all over the industry, this really supports a collaborative culture where folks are always learning from one another.

What are some exciting trends in the healthcare industry that you’ve noticed? Based on those trends, in what direction do you see the healthcare industry going in? What lessons are there to learn in other industries that could be applied to healthcare?

Every single person in this country engages with healthcare at some point in time. While the ways that folks engage continues to evolve, the opportunities to improve those experiences are plentiful.  First, digital transformation is incredibly exciting because there is so much opportunity to fundamentally improve the way that healthcare is delivered. By automating systems and processes, we can maximize value for members while driving value across the entire healthcare delivery system. Digital transformation also has the potential to empower healthcare organizations with the data to be able to best serve their members and reduce the administrative burden on providers to allow them to stay focused on treating members.

Virtual care is another trend that has gained so much momentum over the last couple of years with COVID as a catalyst. We can learn so much about member engagement in this new way that care is being delivered. As we think about more comprehensive condition management, we need to be able to leverage some of those best-in-class virtual solutions to meet numbers where they are and deliver the very best care that we possibly can.

Finally, value-based care is an important trend that we must keep front and center of any new solutions on which we are working. We know that we have a tremendous opportunity to supply providers with tools and data to understand the quality of care they are providing to those members. We’re looking forward to continuing to innovate in that space to effectively collaborate with providers on managing the highest cost and most complex conditions and services.

Meredith Delk, general manager of the government markets division within Magellan Rx Management

What is the government markets division within Magellan Rx?

We are the largest pharmacy benefit administrator across 27 states and Washington D.C. working with Medicaid and public health agencies. We partner with states across the country to ensure that their Medicaid or AIDS Drug Assistance Program (ADAP) enrollees, depending on the state, have access to the drugs they need at the right time and at the right place. Additionally, we process approximately $18 Billion in rebate dollars on behalf of 20 states annually.

How does your work in the government markets division align with Magellan’s mission of leading humanity to healthy vibrant lives?

Our work is focused on people living in poverty across the United States. So, irrespective of the state and specific program, everyone we serve within the government markets division is affected by poverty and our commitment is to provide our customers (government agencies) and the consumers they serve with best-in-class service to access medications, therefore positively impacting their quality of life. We have about 1,000 employees on any given day who are dedicated across 27 states to ensure that the individuals we serve have a role in accessing their drugs and that they understand that their voices matter.

Further, we are deeply committed to our work across the country administering ADAP, thru our ADAP Center of Excellence. This is a federally funded program benefiting those who are affected by HIV and AIDS. As a result, these members are able to receive their life changing and lifesaving medications. In addition, there are wraparound services and other support services for people living with HIV and AIDS who do not have commercial healthcare and are not on Medicaid. The Ryan White program created a solution to ensure that, regardless of your socioeconomic status, if you are affected by HIV or AIDS, you will have access to medications. It is a fantastic program and one we are honored to be a part of here at Magellan.

Given everything that’s happening in healthcare right now with the pandemic, how does Magellan’s mission and improving customer service relate to the work you’re doing?

In many respects, the work we are doing in the government markets division supports the fabric of the safety net for millions of Americans. We know that through this pandemic unemployment has been on the rise, which means Medicaid enrollment has been on the rise, throughout the country. We also know that mental health issues have increased, creating additional challenges related to overall physical health and access to behavioral health services and medications. Within Magellan Rx and the government markets division, we’re on the front lines with our customers.

We partner with public health agencies to provide them real time solutions beyond our core POS work, for example. Right after the COVID vaccine was made available a Governor in a state where we have business announced during a press conference, that Magellan’s call center would be the vaccine hotline for every person in that state, regardless of their type of insurance. Almost overnight, we stood up a call center to support that state in improving their vaccination rates. We’re listening to and keeping a close eye on new and innovative challenges that Governors and Medicaid regulators have experienced during this pandemic.

How does your background in social work influence the work you’re doing and your leadership style?

I’m a trained clinical social worker and I also have a PhD in counseling. I have spent quite a bit of time while working on the PhD focused on people living in poverty who were also affected by a mental health issue and more specifically families who had a family member affected by severe mental illness. Additionally, I worked on the streets of Washington DC with people who were homeless and seriously affected by poverty, who also suffered from serious mental health issues. That’s really where I grew up in my 20’s, focused on people living in poverty and their access to mental health care. I worked at a lockdown stabilization unit for people who were suicidal and homicidal. It was a 7 p.m. to 7 a.m. shift on Friday and Saturday nights at the lockdown unit. That’s how I put myself through graduate school. I have seen firsthand the effects that mental illness and poverty combined have on people, families, and communities. In many respects, that is what created the foundation of my career. It helped establish the first pillar of my leadership style which is focus on your people first.

What is your strategy for keeping your team on mission and integrating them into the broader Magellan culture?

Every business leader and CEO rightfully would answer that question by talking about being best-in-class and supporting those we serve. I think the difference between us at Magellan and many other teams is the drive it takes to do that every single day. We are very disciplined about the data and metrics that bring to light how well we are doing on behalf of our associates, customers, and members.

I’m a former Amerigroup executive and Jim Carlson was the CEO when I went to work for them after spending a few years in state government. At AmeriGroup, I was very young and very green. I had the benefit of working under an extraordinary executive team led by Jim. Jim used to say, ‘don’t confuse effort with results.’  This aphorism has defined much of my career. To this end, we focus a great deal on the results we achieve with our customers, associates, and other key stakeholders.

The true measure of how well we are doing includes metrics like winning new business, bringing on new customers and retaining existing customers. In 2020, the government markets division earned a 100% customer satisfaction results. We surveyed all our government customers who are Medicaid regulators, and achieved 100% satisfaction, which is extraordinary and a direct result of the terrific work that our team does day in and day out.

Additionally, we have among the highest associate engagement scores on our internal customer service surveys. There are 28 people on my leadership team who bring 369 years of experience in our fee for service PBA (pharmacy benefit administration) business. On this team, 20 of those individuals have more than 10 years of experience with Magellan and eight of those individuals have more than 20 years. Three people have over 30 years of experience and the longest serving person on the team has 39 years of experience with Magellan. So, when you think about that, you know the turnover among leaders and subject matter experts is very low. This team is fundamentally about the people who come to work every day – they are truly focused on getting good work done, they like one another, they want to be here, they enjoy the work they’re doing and feel respected and valued for it.

What is exciting you about where we’re going, in terms of both Medi-Cal and Magellan Health as a broader company?

It is an exciting time for us in the government markets division. Medi-Cal is an extraordinary project, and it has been a true testament to the commitment and leadership brought by hundreds of people across the company and an exceptional California-based team led by Billy Thomas. They have shown up every day for the last year and a half, even during the pandemic, and are a team that’s so deeply committed to this work, and we will go live with Medi-Cal on January 1, 2022. The Medi-Cal project is transformative for the government markets division.

Additionally, we’re very excited about the work within the ADAP business. We’ve recently piloted our Navigate Whole Health program with our ADAP members. Results so far have shown us that very simple and straightforward clinical interventions with our providers and prescribers can really move the needle on quality and general efficacy of treatment modalities for HIV and AIDS medication. For example, we developed a regimen for one patient who didn’t want to take medications at work. As a result, the patient will be more compliant with the regimen. I believe it’s about adding more value and being a smart and sophisticated partner to these government entities and the people they serve.

Our national footprint allows us to be big thinkers. We can be more thoughtful and add more value because we are in 27 states across the country and every state is a little different. We also have the ability to leverage expertise, technology, infrastructure and innovation across the country.

Are you currently hiring for the Medi-Cal team?

Yes, we are. It’s a truly extraordinary project and an opportunity to be part of a team like no other in the country. There’s no state that has done quite what California has done with their Medi-Cal pharmacy benefit. This is a full drug carve out for all 14 million Medi-Cal enrollees.  It’s an opportunity to join a team led by Billy Thomas and his leadership team who are the best in the business. I also think it’s an opportunity to join a team where growth and development is a big part of the culture. We’re just very proud of the work that we have done with the state of California so far and are excited about serving them in a meaningful way. Anyone who’s interested in being part of that team should find out more. It’s a great team and it’s important work.

Learn more about joining the Medi-Cal team here.

Swarna Ramachandran is bringing a new digital experience to the world of behavioral health. As vice president of digital and contact center solutions for Magellan Healthcare, Ramachandran is leading a team that is redesigning the online digital experience for members, making it more intuitive when finding the necessary resources. Digital transformation, including technology, experience and Contact Center modernization, has been core to where she is today, and navigating the whole realm delivery & PMO come natural to her, says Ramachandran. Keep reading to learn how Ramachandran and her team are creating a new digital experience for Magellan Health members.

Q: What kind of projects are you working on right now?

A: Digital transformation is a key area of focus for Magellan Health. Engaging and enabling members digitally for care and self-service, helping reduce the stigma around mental health, and enabling self-service for providers and clients digitally are some of our key transformation goals.

The COVID-19 global pandemic has increased awareness and need for mental and behavioral health care for all of us. Several products have been released in the market that are either point solutions or solves for a couple areas of mental health, leaving the member with a myriad of apps and tools, leading to a dissatisfied member. One of Magellan Health’s core strengths is mental and behavioral health and with our diverse population of members across our products, we are in a unique position to provide our members with a guided approach to accessing care and address issues at their root by understanding the stressors, specific resources and community support.

Our vision is a holistic approach to member wellbeing and care. Our approach starts with member engagement and navigation to help remove the stigma towards mental health by helping the member to approach mental health and wellbeing as part of their whole health. We do this by promoting annual digital wellbeing checks in a self-service mode.

Q: How did you and your team come up with this idea? Why is Magellan Health the best place to work on this project?

A: Digital is everywhere and in everyone’s hand today in the form of mobile apps, websites and internet.  Ideas are plenty but solving for the real need is key. We conducted various design thinking sessions with members and studied the need thoroughly from the member perspective.

Magellan Health’s core strength is mental and behavioral healthcare, and we have a significant population of behavioral health members. We have members from our other products like Employer solutions, State and Federal, which puts us in a unique position to capitalize on our strengths and serve this large group of members at their doorstep and to get them healthy mentally and physically.

Learn more about the digital experience here.

Creating an accessible and personalized user-friendly digital experience is Lauren Rust’s goal as vice president of digital experience at Magellan Health. Based in Houston, Texas, Lauren aims to make it easier for members to understand their behavioral health and find appropriate care, all while reducing the stigma surrounding mental health. By focusing on the needs of our consumers, Lauren and her team hope to create digital experiences that improve the overall wellbeing of Magellan Healthcare members.

Continue reading to find out more about what Lauren and her team are doing to redefine the digital experience at Magellan Health.

What projects are you currently working on at Magellan Health?

As Magellan Health continues transforming the space of behavioral health, a big aspect of that is reimagining our digital experiences. We’re redefining those experiences and the ecosystem that supports them for our members, employers, and providers. It’s about understanding the needs of our consumers and how we meet those needs. We start by listening to our members and taking the time to understand the member journey. Our undertaking is significant: providing integrated digital experiences that help members understand and address their wellbeing and mental health, access the appropriate care they need, and advance innovative approaches to improving behavioral health more broadly.

Why is Magellan Health the leader in this type of work?

Magellan Health is well primed to accomplish this work for many reasons. The first is that we have a long history of delivering the right quality of care to our members and meeting their mental health needs and helping them achieve wellbeing. We also have a culture that supports innovation and positions members needs at the forefront of our work. Additionally, our organization is mission-driven, and passionate about our members and the role that we play in transforming healthcare.

What are your thoughts on the culture here at Magellan Health?

There is tremendous respect and recognition across the individuals and teams that make the work Magellan does every day possible. It’s a very collaborative environment, but also one with clear accountability which enables us to have empowered teams that are eager to take on transformative initiatives.

How does the culture at Magellan Health impact the projects you’re working on?

It drives excitement and urgency. It’s pushing innovation and a need to continue to evolve and support the needs of our consumers. All of which is essential to the work we are doing.

What are some goals you have in your position and what are some things you’d like to accomplish in your role at Magellan Health?

The most immediate goal we have is to meet the needs of our members by providing them digital experiences that enable them to find and access the care and resources that they need. To get there we are establishing a clear vision, a roadmap, and identifying the best-in-class experiences and offerings to improve wellbeing and mental health. Additionally, delivering on the needs of our customers and providers through quality digital experiences. We must address the behavioral, physical and pharmacy needs of people through an integrated approach that supports the member through their entire health journey. Equally as important, is the support we give to the providers who care for those members. We’ll accomplish this through high tech applications complemented with high touch clinical solutions based on a collaborative model of care and seamless healthcare ecosystem.

Any other comments you’d like to make?

For me, digital transformation often feels like a lot of experiences being launched to deliver on a larger strategy. I think it’s important that we’re focused on the member journey and that we’re trying to make things accessible, easy to access care, and understanding of your total wellbeing. We are excited to expand on Magellan’s clinical expertise and scale by bringing it to life in the digital experiences we deliver.

• Read more about the digital experience here.